FAQ

Security

bitFlyer performs multiple identity verification processes for the safety of our users. As a regulated entity, we are obliged to comply with certain obligations, where we need to collect and verify certain KYC information from our customers before establishing the relationship.

As bitFlyer is a currency exchange, we do not provide our users with private keys to access their individual wallet addresses.

Doing this would prevent us from keeping our customer's funds secure with our advanced cold wallet storage system. After purchasing virtual currency, users are free to send their funds off the exchange to their personal wallets where they will have full control over their private keys.

To protect our customers' funds, 80% or more of bitFlyer owned bitcoins are stored in a cold wallet that is isolated from the network. The cold wallet is protected by several physical locks as well as a robust 24-hour surveillance system.

If unsupported tokens/coins/digital currencies are accidentally deposited/transferred, they are generally non-refundable. If the deposit can be refunded, the customer will be responsible for any fees that may apply. Our supported coins currently are BTC (Bitcoin) and ETH (Ethereum).

As per the nature of Ethereum, there may be a slight transaction fee (approximately 0.0001 ETH) associated with the transfer, to be borne by the sender.

All incoming Ethereum transactions will be fully checked to ensure security. These checks may take anywhere from an hour up to the end of the following business day to complete. We appreciate your understanding during this time.

As a general rule, bitFlyer cannot refund customers for accidental deposits of unsupported currencies or tokens. Even in cases where refunds are possible, you may be required to pay related fees.

The Ethereum address assigned to each customer may change.

The amximum amount of ETH you can purchase is 60 ETH

If your questions are not resolved, please try contacting us by using the inquiry form.

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